Lead Engineer, Technical Services

• 2nd Level Technical support to diagnose and troubleshoot onsite or remotely.
• Build key relationships within the global technical support, business unit teams & regional SME to address issues, bring best practices and implement timely solutions for customers.
• Provide Pre and Post sales technical support
• Facilitate Warranty Claim and RMA process & Distributor support for complaint handling with post market surveillance team.
• Champion new initiatives including business models evaluation & changes relevant for HST business
• Support sales team together with regional service teams for new products and solutions, actively derive service models & pricing for new projects/tenders
• Be ambassador for Services, partner with internal (commercial, marketing, product) teams and external teams (distributors/Customers) to drive service excellence and exceptional customer service
• Cross train on other BU for backup and supporting customer issues. Provide onsite support as needed for escalations and critical installations. Visit customers & communicate effectively for critical issues and drive solutions
• Take additional responsibility for basic technical support for Front Line Care & managing business through distributor/third party service provider

Distributors Service Management

• Build key relationships with the distributor, cluster leadership and regional technical support teams to leverage our network of expertise across the region to drive service excellence
• Ensure product recalls are prioritized and completed in timely & compliant manner, working closely with QA, regional & global teams
• Installation support and Installed base management for India, build analytics for parts consumption, contract packages and drive productivity to ensure right parts are ordered.
• Responsible for all KPI for Services across India, including response and resolution time
• Execute service support plans as per country business priorities
• Gather regular feedback from customers & Conduct NPS satisfaction survey with customer/Distributors
• Support Spare parts sales strategy and contract to distributors
• Partner with distributor & provide onsite support for escalations as required